Customer Experience Lead: Insights-Driven Growth

Philips; Bothell (WA); On-site; USD 129,000 - 205,000; Full time

Benefits offered by this job

Generous PTO

401k up to 7% match

HSA with company contribution

Stock purchase plan

Education reimbursement

Job summary

Philips is seeking a Customer Experience Manager to lead end-to-end consumer research and insights initiatives, shaping product, service, and experience decisions across Philips and competitor products. You will translate feedback into actionable recommendations and partner with global, agile teams to ensure a consistent customer journey.

The role requires 2+ years managing consumer care tools for high-volume products, a design/CS background, and strong communication skills.

Qualifications

• Bachelor’s or master’s degree in Design, CS Engineering or similar, or 6+ years of relevant experience.
• Strong communication, presentation, and stakeholder management skills with the ability to influence across all levels.
• Experience managing consumer care communication tools for high-volume consumer products.

Responsibilities

• Lead end-to-end consumer research and insights initiatives.
• Develop project plans, test strategies, and success criteria aligned with business objectives.
• Translate insights into data-driven recommendations influencing product, service, and experience decisions.
• Collaborate with cross-functional, global, agile teams to improve onboarding experiences and support journeys.
• Drive continuous improvement and balance innovation with operational excellence.

Skills

Product lifecycle understanding

Consumer-focused mindset

Digital product experience

Global best practices

Ambiguity tolerance

Education

Design/CS degree or equivalent

Job description

Philips is seeking a Customer Experience Manager to lead end-to-end consumer research and insights initiatives, shaping product, service, and experience decisions across Philips and competitor products. You will translate feedback into actionable recommendations and partner with global, agile teams to ensure a consistent customer journey.

The role requires 2+ years managing consumer care tools for high-volume products, a design/CS background, and strong communication skills.